DN Van Lines Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I have suffered losses in excess of $A $settlement is out of the questionThe business should have liability insurance and should be bondedThe business is trying to deny my claim due to items not being on manifestThere were two items not even loaded that were on the manifest, and MANY items not even put on manifest in the first place, therefore, relying on the manifest for payment is totally absurdIf the over wants to adhere to what was ON the manifest and never delivered, then there's a flat screen and an entertainment center These items were never loaded onto the truckI tried pointing that out, but the owner wants to stick with what was ON the manifestAs I unpack, I am missing items, and I relay those items to the mover as I come across them To date, I am missing: 1-4' fiberglass step ladder; 1-antique, hand-woven rug; 1- calibre Winchester rifle (1906); items of bakeware still in box, never used; This company refuses to investigate their employees, and there were several people from the Jacksonville office that were FIRED recently The first move by the same company, resulted in a theft of $from my step-son's wallet, plus his debit and credit cardsA police report was filedAll I received in return was a free month's rentWhile that may have been acceptable for the first move, I did not anticipate suffering more of a loss than I did
Regards,
*** ***

There have been ongoing communications with this customer prior to this complaint being submittedWhile prior accommodations were made to address the consumers concerns, communication broke down when the customer claimed large items were missing (entertainment center, flatscreen TV) only to later
admit that they were in fact never tenderedThis called in question the validity of the entire claimOne of the primary issues of concern is that the customer claims that he is missing a live fire armAlthough the customer's Confirmation Letter outlined every items that he intended us to move, the customer never declared to us the he was intending us to transport a fire armMore so on the date of the move the fire arm was not listed on the inventory list which documented the items picked upThis actual inventory list was signed by the customerUpon delivery the customer claimed that it was inside a gun case which he left unlockedMoving an active firearm without declaring it or securing it is a major breach of responsible fire arm protocolAlthough the rest of the claim is minor and includes several items that were not on the inventory list (step ladder, small rug, a couple of pots) an offer of $in compensation has been presented to the customer in order to attempt to resolve this situation

I checked my CC record history, didn't see that $refundedPlease provide detail or image on how and when that $is refunded, so I can verify.Also, please mail the settlement amount plus prorated storage fee to me plus $if it is not really refunded, then I will close this ticket
Regards,
*** **

Once again, the move was set up *** *** paid for the move*** was informed of the additional costs of the service when the actual scope was different than was initially reported to us*** approved the additional cost and authorized us to do the additional workThe accusations about undocumented or illegal workers is baselessAll of our employees provide a social security number as a prerequisite to employmentTo label someone as illegal simply because they are of Hispanic origin is bigoted behaviorWe are a customer service oriented businessIf there was a legitimate complaint or claim we would respond to it responsibly as contractedWe refuse to comply with an unsubstantiated demand for $

Per Mrs**'s request we have reviewed the storage recordsThe minimum amount that we charge for pro-rated storage is one week, after which the storage is charged effective the 1st of each monthOur records show that in $was already credited to account for the change in rateMrs*** is correct that she was charged a full month in SeptemberWe will agree to credit her $(3/4th) for the time her inventory was not in storageWe will also agree to compensate her $for damages and provide a service to pick up items that she would like disposed of.Once Mrs** responds resolving the complaint based on the aforementioned terms, we will contact her to set up the disposal service

I am glad that we are making progress here although I wasexpecting at least 50% of what we have asked, which is $and it is a hugediscount of the value we have lost, not to mention the sentimental valueattached to those personal items and numerous time we spent on resolving thissituation.To show even further gesture of willingness to settle thissituation faster, I am willing to taking $because I need to hire someoneto dump all those trashed stuffor I will take $if DN Van Lines can send someone over to take those trash away within days.On the another note, regarding storage fee we have paid, I checked our paymenthistory, We paid DN Van Lines one week storage on the date 8/27/2010when we moved the stuff out of our house at rate $315/month, which means everymonth, billing cycle starts on 3rd. DN Van Lines charged our credit card$on 9/1/2010, then 285/month on the 1st of every followingmonths because we didn't really use that much storage place as expected, that means we paid storage fee in advance for each month.(BTW, I think DN Van Lines needs to refund us $30 extra storage fee we have paid)DN Van Lines charged our CC $on 9/1/which covers amonth period starting from 9/3/2015, but we had our stuff out of their storage on 9/5/2015, so DN VanLines needs to refund the prorated storageamount as their office told me over the phone when I contacted their officeregarding moving out
Regards,
*** **

As stated in the previous response, the pictures that were sent do seem to indicate some kind of exposure to moistureWe have not had any recorded issue that would explain thisMore so we do not have any knowledge of the condition of the items when they were moved into storage since there was no inventory list createdWithout any evidence of an issue while in storage and without any reference to the condition of the items prior to moving into storage, it is impossible for us to figure out exactly what happened.Mrs** claims that her shipment was in good condition prior to coming into storage, that it was exposed to water, and that her inventory was tampered withAlthough Mrs** electively decided to decline additional insurance and signed the waivers, thereby benefiting from the cost saving that they provided, she would like us to take liability for the claim and disregard the signed waiversDue to the extenuating circumstances of the situation I have agreed to do thatThe current dispute does not hinge on whether or not we are willing to take liability at the arranged valuation of $per pound per item, but rather that the liability should be for full replacement valueSimply said, Mrs** did not set up this type of coverage and therefore regardless of what the cause of the damage may be she can not expect to be reimbursed according to this standardOn this point we are simply at an impasse. We really do want to end this situation in an amicable way and have put effort in endeavoring to do soTherefore in a final attempt to settle this matter, I am willing to offer the Li's $in compensation, which would amount to lbs of damaged itemsCertainly this is a much greater weight than the items they have claimed as damaged

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
] Remind DN that I have finally begun to make arrangements with people in the VA such as an appointment today with an advocateHe or she will talk to a former hires of DN's who will confirm verbally the use of illegalsI was a former employer with employees and knew the rulesThe could be looked up with the rejection of said SS numbers to prove itI am aware of the law in regard to trying to investigate a possible new employee beyond their SS cardThe self employ is something I refused to use and the Immigration People could never make a caseSecondly My advocate will help me with an attorney an investigator who can get dirty in this matterThis company has taken advantage of an ill Veteran while using the space between the customer and his family member thinking it would be an easy scoreIt won't beDN Van Line is a very nasty outfit who in my case did something no one else should have happen to themI would ask the head of this Massachusetts outfit if he servedI couldn't believe he did. I will however get the word outBeware Brothers, Beware
Regards,
*** ***

Since the amount of $is minimal, we will not continue to argue over it and agree to add it to the aforementioned compensationWe will need a statement saying that once the terms of the agreement are met liability is released and the claim is settled in full prior to sending out compensation payment

Shipment was one of trailers and a partial truck loadUnload was completed on Saturday 6/There were three items that were important to the customer that were damaged in transitInitial complaint was submitted during in a time of duress on the date of the deliveryIt was submitted prior to
us having a chance to respond to the issue and try to resolve itWhile we don't agree with all of the content of the complaint, many of the concerns are valid We do understand that moving is a very stressful time and therefore don't think it would be productive to respond to the complaint point by point or be combativeWe have reached out the customer and are now working together to try and resolve the issue in a positive manner

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate their willingness to work with me on this matter
Regards,
*** ***

Please see attached pictures showing water damage clearly, thereare a lot more pieces showing the same water problem and I can submit morepictures if needed and I have all physical evidence as well.I thought DN Van Lines was a professional moving and storagecompany, and I had put my stuff in good hands, minor wear and tear damage mighthappen during moving and storage and I prepared to accept that when I signedthe waiver form, but this kind of damage is way beyond what I expected from a climatecontrolled storage by paying almost $every monthClothing, books and artworks were still even wet and with a lot of mold when we opened them.We never signed the waiver form allowing DN Van Lines tamperingour stuff without noticing usWe never purchased DN Van Line regular packingboxes other than mirror/picture boxes when we did packing, but when our stuffwere moved out of the storage into our house, linens, books and speakers etc were packed inboxes with DN Van Lines logo, one of box with expensive speaker was even cut in half and then top covered with aDN Van Line box (see the last attached image).With this obvious water problem and tampering evidence, GeneralManager *** claimed they have no explanation for what occurred, does that meanthey don’t really know what happened in their facility? Do they really haveclimate control and digitally surveillance or do they really function all thetime?Also, does DN Van Lines have insurance? We would like torequest their insurance company info and talk to their insurance companydirectly.As we have told Ms*** before, we accept reasonablesettlement, but we can’t accept settlement at rate $0.6/pound because DN VanLines clearly has liability here
Regards,
*** **

We have been in communication with the customerTo give the scope of the situation, the shipment was delivered on time and at the price contractedThere were three pieces damaged for which we were willing to honor the contracted valuation and open to augmenting that within reason to resolve the situationWe do apologize for the damage and take the matter seriouslyIn terms of the manner in which the move was performed, while most van lines would have one agent perform the origin work and another perform the destination work (two different companies), we completed the entire move move in house and sent our own crews on all the origin work as well as our own crew to unload the shipmentThe last communication from the customer stated the following:"Regarding my own move, *** and I elect to take $from you and your company. We will instead move forward with our complaints with the Revdex.com and repost our online reviews specific to our own moving experience. From here on, we will also consider the matter of our individual move closed."Although this was not the desired conclusion, its seems that this complaint will remain unresolved

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I agree once the terms of the agreement listed in previous msg are met, liability is released and the claim is settled in full
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
As you can see the answer to my complaint is getting as much attention as the original, The request for the $2,000.00 was made by myself, [redacted], the owner of the condo. I was in the hospital for 4 days prior to the move and my Nephew [redacted] boldly took over the job with very little contact from myself and trusting the truth of the mover. I guess for that we are guilty. If there is any mistake this moving company is making is the fact that they are rationalizing moving a 2 bedroom condo 20 miles to a storage facility for $4,600.00 using illegal, undocumented, workers. Not only didn't they speak English, but they did not know how to pack my belongings without damage. I am in contact with a worker who has been in their employ. To go one better, he was one of the employees who removed DN's mess and reinstalled my belongings into 2 new storage lockers of same square footage but more professional. I would rather DN be more honest and charge what the job was worth instead of taking advantage of a Vietnam Veteran who was in a VA hospital and down on his luck currently living in home for homeless Veterans who would make very good use of the $2,000.00 after donating the damaged goods to the Salvation Army. Otherwise I will have to add looking for a Pro Bono Attorney to my already overflowing list of thing to do before I pass.
Regards, [redacted]
[redacted]

As stated this service was set up by [redacted]. All the information used to create the quote was provided by him. When we arrived to the job the scope of it was significantly different than what was initially reported. We informed the customer of the change in estimate, and were approved to...

continue the work. The work could not be completed in one day, and we were asked to return for second day to complete the work. Once again these costs were discussed and approved. Well over a month after the completion of services, [redacted] contacted us and explained that there were some damages and asked that we "give him $2000 and he would call it even." We explained to him that this is not how the claim process works, and that if he would like to submit a claim he would need to follow the claims reporting procedure outlined in his Confirmation Letter. The process is simple and involves sending in pictures and descriptions of items damaged. [redacted] to this point has not done this. It is now almost 3 months after the move date. We are therefore at an impasse.

I just got off the phone with the customer. We had a constructive conversation where we both explained to each other our respective perspectives. After listening to the points the customer brought up, I decided to double the compensation offer to $500.00 to settle the matter. We both agreed to this as fair compensation. This matter is now resolved.

I do not accept the comments made by the business. We were told by the business that our furniture would not be taken off any trucks and that the same crew would do our pack and move. This information is stated on the web site as well. Our furniture was taken off the truck and loaded into a web site. This is were my expensive bedroom furniture was dragged across the floor and not even wrapped. It was then placed on a [redacted] truck to be shipped out to Ohio. And we had 3 different crews packing and moving our stuff. The sales coordinator specifically told me not to use a van line because my stuff would get damaged from moving it to another truck and that I should use them bc it would stay on one truck and I would get the same crew the output my whole process. This was total false advirtising and fradulant.Regards,
[redacted]

Mr and Mrs. ** had in inventory in our storage for a period of slightly over 5 years. When the shipment came into storage in 2010 the **'s 1) declined additional insurance on the Bill of Lading limiting their coverage to $0.60 per pound per item; 2) Signed an Inventory Waiver form thereby waiving...

the creation of an inventory list; 3) Signed the Property Waiver form thereby declining to have their furniture professionally wrapped. On these forms and their terms they agreed upon and signed it was clearly outlined that liability for lost or damaged items would be void. All three documents are attached.When the **'s shipment was delivered out of storage the **'s claimed that a part of their inventory was water damaged. The pictures they sent in to our office seem to verify this claim. Since the inventory was in the same indoor unit for 5 years with no evidence of any type of water penetration, we do not have an explanation or evidence of a potential cause for the damage. More so, without an inventory list to record the condition of the claimed items 5 years ago, it is impossible for us to determine the difference in condition. This seems to be a unique circumstance and so while I don't have the documents to properly administer a claim, I do want to work with the **'s to try and resolve this matter. I therefore have tried to come towards the **'s in order to resolve this matter. During our last communication I offered to ignore the signed waivers and process the claim under the valuation of $0.60 per pound that would have been contracted had the waivers not been signed. I have not yet heard a response in regards to this.